Role &

Responsibilities Key Responsibilities • Transaction Monitoring: Audit a predefined sample of live/recorded phone calls and email interactions weekly/monthly using transactional quality forms.

• Feedback & Coaching: Conduct one-on-one feedback sessions with Customer Support Executives (CSEs). Provide constructive insights to improve performance.

• Metric Tracking: Monitor and drive core quality metrics including: o CQ Score (Transaction Quality / Compliance Score) o FCR (First Call/Email Resolution) o CSAT / NPS (Customer Satisfaction / Net Promoter Score) o Fatal Error / Critical Failure Rate • Calibration Sessions: Participate in weekly calibration meetings with Operations Team Leaders and Clients to ensure alignment on scoring standards.

• Email Quality Standards: Review emails for correct grammar, appropriate templates, accurate technical resolutions, tone, and skilled etiquette.

• Root Cause Analysis (RCA): Identify recurring behavioural or knowledge gaps.

Conduct





Deep-Dive / RCA reports to suggest training interventions Applicants should possess the following attributes:

• Audit Tools: Hands-on experience with Call Recording systems (e.g., Verint, Nice) and CRM ticketing tools (e.g., Talisma, Salesforce, Zendesk).

• Analytical Skills: Proficient in MS Excel (VLOOKUP, Pivot Tables) to track quality trends.

• Soft Skills: Strong coaching capabilities, active listening, and conflict management skills.

BOBCARD is a Non-Deposit Accepting Non–Banking Finance Company (NBFC). BOBCARD was established in the year 1994 to cater to the need of rapidly growing credit card industry in a focused manner. BOBCARD is one among the pioneers in Indian card market and was the first non-banking company in India to issue credit cards.

The company’s core business is credit card issuance.

📌 Senior Officer/Officer – Customer Experience (Navi Mumbai)
🏢 BOBCARD
📍 Navi Mumbai